User Guide
How to get IT help from AssistDesk and Cait, your AI technician.
AssistDesk helps you resolve IT issues quickly. Our AI assistant, Cait (Comprehensive AI Technician), gives you immediate, intelligent answers. When an issue needs a person, Cait hands it to your IT team with all the context already written up — so you don't have to repeat yourself.
Send your question to your organization's support address (for example [email protected]) and Cait replies by email. You don't have to log in to anything.
Signing In
You only need to sign in if you want to view your tickets in the dashboard. There are two ways:
Magic Link (passwordless)
- On the login page, enter your work email address.
- Check your inbox — you'll get a sign-in link within seconds.
- Click it to sign in. The link is unique to you and expires after 5 minutes.
Sign in with Microsoft / Google
If your organization has enabled single sign-on, you can use your existing Microsoft 365 or Google Workspace account:
- Click Sign in with Microsoft (or Google) on the login page.
- Authenticate with your provider. On first sign-in you'll approve AssistDesk's access to your basic profile (name and email).
- You're redirected back and signed in automatically.
Those buttons appear only when your administrator has enabled them. If you see an error, use the magic-link option instead — it always works.
Creating a Ticket
You can create a ticket two ways: email your support address, or use the New Ticket button in the dashboard. Either way, the more detail you give, the faster Cait can help:
- Subject: a short summary (e.g. "Can't connect to Wi-Fi", "Printer not working").
- Description: what you were doing, what happened (including any error message), when it started, and anything you've already tried.
- Screenshots & attachments: attach them — Cait can read screenshots and images to help troubleshoot.
Managing Your Tickets
Your dashboard lists every request you've submitted. You can filter by status, search, and open a ticket to see the full conversation.
Ticket statuses
- Open / Waiting for Cait — submitted and being worked on.
- Waiting for Response — we need more information from you; check the ticket for a question.
- Escalated — handed to a human on your IT team.
- Resolved — a solution has been provided and the ticket is closed.
To add information, open the ticket and use the reply box — or simply reply to any AssistDesk email and your message is added to the thread.
Working with Cait
When you submit a ticket or reply, Cait analyzes your request and responds with clear, step-by-step help. Cait can:
- Understand your problem from your description and follow-up messages.
- Read screenshots and attachments you send to diagnose the issue.
- Apply your organization's context — when your admin has added company knowledge (intranet links, VPN steps, internal contacts, policies), Cait uses it to give answers that fit your environment.
- Escalate to a human when an issue needs one, with a full summary attached.
If a response was helpful (or wasn't), use the feedback option on the reply — it helps us improve.
Your Profile & Settings
From the dashboard you can update your name, contact details, department, and timezone. Remember to save your changes.
Self-Help
Before opening a ticket, a few quick checks resolve many issues:
- Restart the device or the app that's misbehaving.
- Check that cables (power, network, peripherals) are seated.
- Confirm your internet connection — can you reach other sites?
- For browser issues, clear your cache and cookies.
- Make sure your OS and apps are up to date.
Getting Human Help
Some problems need a person — hardware replacement, account or licensing changes, security incidents, or anything requiring physical access. When Cait escalates your ticket, she:
- Explains why a human is needed.
- Summarizes what you reported and the steps already tried, and sends it to your IT team.
- Tells you what to expect next.
If something is urgent, your organization may also list a direct support contact in the portal.